{"ref":"TX-QA-02","title":"Agency Investigations","category":"Quality","summary":"How the Agency investigates complaints, incidents, and allegations. Every matter is documented and its investigation started within 10 days of receipt, completed within 30 days unless the reason for delay is recorded, and allegations of abuse, neglect, or exploitation are investigated immediately.","inShort":["Tell the office about any complaint, accident, or concern the same day, even if it seems small.","If you think a client is being hurt or taken advantage of, call the office at once.","If you are asked about an investigation, tell the truth and keep what you know private.","If a complaint is about you, you will be told what it is about and can give your side.","Nobody is treated worse for reporting a problem or helping with an investigation."],"primaryCitation":"26 TAC §558.250","citations":["26 TAC §558.250","26 TAC §558.249","26 TAC §558.282","26 TAC §558.287","26 TAC §558.246","26 TAC §558.301","Tex. Hum. Res. Code §48.051"],"federalCitations":["42 CFR §484.50(e)"],"surveyorAsks":["Pick a complaint from your log. Show me when it was received, when the investigation started, and when it closed.","Show me an investigation that ran past 30 days and the note explaining why."],"forms":[],"headings":["Terms of Reference","1. Purpose","2. Scope","3. Definitions","4. Policy Statement (26 TAC §558.250)","5. Procedure","6. Conduct of Interviews and Fairness to Staff","7. Responsibilities","7.1 Staff Training","8. Records","8.1 Compliance Monitoring","9. References","10. Related Documents","11. Approval","12. Revision History"],"version":"1.1","sample":false,"pack":"tx-pas","state":"Texas","service":"Home care","guides":[{"path":"/guides/home-care-agency-policies/","h1":"What policies does a home care agency need?"}],"agency":{"name":"Sample Home Care Agency","legalName":"Sample Home Care Agency, LLC","logo":null}}